Customer Experience Specialist — First-Call Resolution

Vitality Group Inc.; Detroit (MI); On-site; USD 22,000 - 26,000; Full time

Benefits offered by this job

Medical, Dental & Vision plans

401(k) with company match

Company paid Life Insurance

Disability insurance

Paid Time Off

Family Leave

Wellness Resources

Job summary

Vitality Group Inc. is seeking a Customer Care Specialist to deliver high-quality service by accurately processing and directing member submissions via phone and written channels. You will handle inbound calls, assist members over the phone, and work toward first-call resolution.

You will identify service gaps, propose improvements, and relay information to appropriate departments while maintaining knowledge of the Vitality program to better member experiences.

Qualifications

• Effective communication skills required.
• Strong organizational skills required.
• Ability to manage multiple priorities and stay organized.
• Customer-focused and responsive in all interactions.

Responsibilities

• Handle inbound phone support from members.
• Provide over-the-phone assistance and resolve inquiries on first call where possible.
• Direct submissions to the appropriate departments to prevent recurring issues.
• Educate members on the Vitality program and website navigation.
• Load and track tickets; communicate issues to operations and other teams.
• Identify process improvements and help implement solutions.
• Analyze and report on process improvements and outcomes.
• Communicate clearly with internal and external audiences, verbally or in writing.

Skills

Effective communication

Strong organizational skills

Ability to manage multiple priorities

Customer-focused

Education

High School Diploma

Bachelor's degree

Job description

Vitality Group Inc. is seeking a Customer Care Specialist to deliver high-quality service by accurately processing and directing member submissions via phone and written channels. You will handle inbound calls, assist members over the phone, and work toward first-call resolution.

You will identify service gaps, propose improvements, and relay information to appropriate departments while maintaining knowledge of the Vitality program to better member experiences.